訴訟外紛爭解決機制的濫用──以2020年之金融消費評議中心所作之評議決定的觀察

The Abuse of Alternative Dispute Resolution Mechanism: A Study of Adjudication Decisions by the Financial Ombudsman Institution in 2020

本文分析2020年間金融消費評議中心作成的1,527件評議決定書，由結果來觀察，發現申請人整體而言僅於其中一成強的案件中有取得有利的評議結果，而於保險業案件中申請人的勝率又更低於其他類型的爭議，評議中心亦僅於少數案件有援引金融消費者保護法之公平合理原則來作出對消費者有利的評議；本文認為有以下因素可能解釋申請人的低勝率：舉證能力的限制、紛爭解決過程的篩選、以及因為免費濫用評議程序的可能性，此又會影響評議中心所必須投入的資源，也必然會間接地影響評議中心處理的成效。如果濫用金融消費評議程序是長期及普遍性的現象，則主管機關宜思考如何精進與完善我國整體的金融消費紛爭解決機制。

This article analyzes 1,527 decisions made by the Financial Consumer Ombudsman (FOI) in 2020. This article finds that overall applicants only received favorable outcome in whole or in part in about 10% of the cases. The chance of winning was particularly low in insurance-related cases. Only in a handful of cases the FOI applied the fair and equitable principle to resolve a dispute for the benefit of applicants. The following factors may explain the low success rate of applicants: inability to provide evidence, the screening process in dispute resolution, and potential abuse of the process. It may then affect the resources that the FOI can allocate for each dispute, thereby impacting the effectiveness of FOI as an alternative dispute resolution mechanism. If the abuse of FOI process is a long-term and widespread phenomenon, regulatory authorities should consider how to enhance and improve the overall financial consumer dispute resolution.